Inside Sales Specialist (Basic with Uncapped Commission) (MY)

As an Inside Sales Specialist, you will play a crucial role in driving revenue growth by proactively contacting potential customers and promoting our orthodontics treatment services over the phone. Your primary responsibility will be to engage with prospects, understand their needs, and persuasively communicate how our offerings can solve their problems or fulfill their requirements.

Key Responsibilities:

Lead Handling, Telesales & Conversion

• Handle inbound and outbound leads from calls, WhatsApp, social media, website, and partner referrals.
• Respond to new leads within agreed lead response time standards.
• Qualify leads, understand patient needs, and explain DCA clear aligner solutions (nonclinical).
• Use approved scripts to present benefits, handle objections, and secure consultation bookings.
• Drive strong lead conversion rates from enquiry, consultation, treatment.
• Escalate clinical or complex questions to the Treatment Planning Team or dentist.

Appointment Coordination (DCA & Partner Clinics)

• Arrange and confirm consultation / 3D scan appointments for DCA clinics and partner clinics.
• Coordinate with Operations Admin and clinics on doctor and scanner availability.
• Share accurate appointment details with patients and clinics and manage rescheduling or no-shows.

Follow-up & Patient Communication

• Proactively follow up with pending, undecided, or missed-appointment patients via WhatsApp, calls, or email.
• Explain treatment packages, pricing, instalment options, and promotions clearly (nonclinical).
• Maintain professional, timely, and courteous communication throughout the pretreatment journey.

CRM, Reporting & Continuous Improvement

• Update all leads, interactions, appointments, and outcomes accurately in the CRM.
• Maintain a clear pipeline for DCA and partner clinic leads.
• Provide basic reports on lead volume, response time, appointments, show-up, and conversions.
• Share feedback and suggestions to improve scripts, workflows, and patient experience.

Requirements:-

• 1 - 2 years of proven experience in telesales or outbound sales, preferably in a similar industry.
• Strong communication skills both verbal and written.
• Excellent interpersonal skills and the ability to build rapport quickly.
• Goal-oriented and self-motivated with a strong desire to achieve targets.
• Ability to work independently and as part of a team.
• Knowledge of the products/services being offered and the ability to convey this information convincingly.

Benefits:

• Competitive Salary & Performance Bonus
• EPF, SOCSO & EIS Contributions
• Staff Discounts on Products
• Birthday Leave
• Career Growth & Promotion Opportunities
• Training Provided / On-the-Job Coaching